Kenya Power Launches AI Feature to Boost Customer Experience

Kenya Power has rolled out a new suite of digital platforms, including its first-ever artificial intelligence chatbot, as part of a major push to enhance customer service for its more than 10 million electricity consumers. The company says the revamped platforms are aimed at improving accessibility, convenience, and engagement for users across the country.

The newly launched AI Chatbot, dubbed Nuru, will respond to customer queries on Kenya Power’s website and Facebook page, KenyaPowerCare. It will also allow customers to report incidents such as power outages and chat directly with a customer care representative. Alongside Nuru, the utility has redesigned its MyPower App and improved the *USSD 977# service to make them more user-friendly and responsive.

Kenya Power’s General Manager for Commercial Services and Sales, Eng. Rosemary Oduor, said the innovations are driven by customer feedback and research aimed at improving user experience. “Customers are not just part of our business; they are the very reason we exist,” she stated, adding that the company’s focus is on making customers’ lives “easier, more predictable, and more enjoyable.”

The revamped MyPower App now features a modern interface with added functionalities such as managing multiple accounts for landlords, monitoring monthly token usage, and accessing direct WhatsApp chat support. Customers can also use the app to purchase tokens, pay electricity bills, check postpaid balances, and lodge billing complaints, ensuring greater efficiency and transparency.

To cater to Kenya’s diverse linguistic landscape, the company has added a Kiswahili menu to its USSD *977# service. This move, according to Kenya Power, will help millions of customers easily access services in their preferred language while enabling them to download digital receipts and track payments conveniently.

Kenya Power’s Board of Directors said the upgrades mark a significant step in the company’s digital transformation journey. “At the very heart of our mandate as a Board of Directors is customer experience. We are keenly listening to feedback from our customers to develop products and strategies that empower them,” the statement read.

The company added that these technological advancements are part of its long-term plan to improve operational efficiency, reduce complaints, and strengthen customer trust. With tools like Nuru and enhanced mobile platforms, Kenya Power aims to redefine how customers interact with its services in the digital age.